Troubleshooting Automations
Learn how to identify and resolve common automation issues, and when to escalate for additional support.
Learning Resources
Section titled “Learning Resources”Quick Reference - Having automation issues? Check the common problems and solutions below.
Why isn’t my automation triggering?
Section titled “Why isn’t my automation triggering?”This is the most common issue. Here are the main causes and solutions:
Check Source Status/Stage:
- Automation not triggering → adjust the source status/stage to match the configured stage
- Make sure the contact is in a stage where the automation is allowed to run
- Verify pipeline stage names match exactly
Check Trigger Direction:
- Automation not triggering → check trigger direction (inbound client vs outbound AI)
- If set to outbound, it fires on the next AI message, not immediately
- If set to inbound, it should fire when customer sends matching message
Check Event Logic:
- Review your event logic for accuracy
- Make sure phrases match what’s actually being said
- Check for typos in trigger phrases
- Verify AND/OR logic is correct
Check Conditions:
- Review any field conditions you’ve set
- Make sure contact meets all requirements
- Check date ranges, lead sources, or other filters
What if my automation triggers too often?
Section titled “What if my automation triggers too often?”Reduce False Positives:
- Make event logic more specific
- Add exclusion phrases for things that shouldn’t trigger
- Review max transition limits (set to “once per contact” if needed)
- Check for conflicts with other automations
Common Causes:
- Event logic too broad or vague
- Missing exclusion conditions
- Multiple automations acting on same trigger
- Max transition limits set incorrectly
What if the wrong actions happen?
Section titled “What if the wrong actions happen?”Review Action Configuration:
- Check that selected actions match your intent
- Verify status changes go to correct pipeline stages
- Confirm Auto Pilot settings are correct
- Review any custom field updates
Check for Conflicts:
- Make sure no other automations contradict this one
- Verify automations work in sequence, not against each other
- Check timing of multiple automations
How do I fix loop behavior?
Section titled “How do I fix loop behavior?”Prevent Automation Loops:
- Set max transition limits to “once per contact”
- Make sure automations don’t trigger each other
- Review pipeline stage flow for logic issues
- Check that status changes make sense in sequence
Warning Signs:
- Contact moves back and forth between stages
- Auto Pilot turns on and off repeatedly
- Multiple status changes happen rapidly
- Same automation fires multiple times quickly
What if Auto Pilot behavior is wrong?
Section titled “What if Auto Pilot behavior is wrong?”Auto Pilot Issues:
- Check if automation is supposed to turn Auto Pilot ON or OFF
- Verify timing of when Auto Pilot changes occur
- Make sure no conflicting automations affect Auto Pilot
- Review conversation flow after Auto Pilot changes
Common Problems:
- Auto Pilot turns off when it should stay on
- Auto Pilot stays on when customer needs human attention
- Multiple automations changing Auto Pilot state
- Timing issues with Auto Pilot changes
How do I check what actually happened?
Section titled “How do I check what actually happened?”Review Conversation Logs:
- Look at conversation history to see exactly what triggered
- Check timestamps of when automations fired
- Review status change history
- Verify which automation actually triggered
Debugging Information:
- Note exact message that should have triggered
- Check contact’s pipeline stage at time of message
- Review any error messages or notifications
- Document unexpected behavior with screenshots
When should I escalate?
Section titled “When should I escalate?”Escalate These Issues:
- Unexpected status changes or Auto Pilot toggles
- Automations triggering when they shouldn’t
- System errors or technical problems
- Automations not working despite correct configuration
- Performance issues affecting multiple automations
What to Include When Escalating:
- Conversation link showing the issue
- Screenshots of the automation configuration
- Automation name and description
- Expected vs. actual behavior
- Steps you’ve already tried to fix it
Escalation Process:
- Capture conversation link and screenshots
- Document automation name and what should have happened
- Note what actually happened instead
- Escalate to Prompt Engineering team via WhatsApp group
- Share screenshot of what happened and desired outcome
How do I prevent common issues?
Section titled “How do I prevent common issues?”Best Practices:
- Test thoroughly before going live
- Start with simple, clear event logic
- Use specific phrases rather than general concepts
- Set appropriate max transition limits
- Monitor new automations closely at first
Regular Maintenance:
- Review automation performance regularly
- Update event logic based on real conversations
- Check for conflicts when adding new automations
- Keep event logic documentation up to date
What are the most common mistakes?
Section titled “What are the most common mistakes?”Configuration Errors:
- Wrong trigger direction (inbound vs outbound)
- Incorrect pipeline stage restrictions
- Missing or wrong field conditions
- Conflicting max transition limits
Event Logic Problems:
- Too vague or too specific event descriptions
- Missing important exclusion cases
- Not accounting for message variations
- Ignoring conversation context
Action Issues:
- Wrong status changes
- Incorrect Auto Pilot settings
- Missing follow-up actions
- Conflicting action combinations
Most automation issues can be resolved by carefully reviewing configuration and testing systematically. When in doubt, start with simpler logic and build complexity gradually. For persistent issues, don’t hesitate to escalate with detailed information to get expert help.